When people forward an email that was initially bounced, the ticket gets wrongfully suspended as automated response mail:
The most common case is that people make a typo in the support address. Get a bounce with their initial message included and forward that email to the right address.
Would be great if this mechanism would be finetuned, so that bouncers that are being forwared are no longer automatically suspended.
With kind regards,
Forgot to add; even replies to tickets that were intially suspended as delivery failure and then recovered, will be suspended again.
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